Help Desk Specialist

Infojini Inc; Austin (TX); On-site; USD 45,000 - 65,000; Full time

Job summary

Infojini Inc. seeks a capable IT Help Desk Specialist to provide technical assistance to computer users, diagnose and resolve issues, and document problems to ensure timely resolution. You will respond via phone, email, or in person, and assist with hardware, software, printing, and operating systems.

You will support upgrades, use ITSM practices, work onsite and remotely as needed, communicate status updates, and collaborate in a team to keep systems running reliably.

Qualifications

• Proven working experience in providing help desk support.

Responsibilities

• Provide technical assistance to computer system users via phone, email, in person, or remote location.
• Respond to requests and document incidents to ensure timely resolution.
• Assist in coordination of changes, upgrades and new products; implement shared software and tools.
• Provide accurate and complete answers to general use and administrative environment questions.
• Communicate status updates and manage time spent on activities.
• Work in a team environment and translate technical knowledge into actionable direction.
• Knowledge of ITSM practices and help desk software is preferred.

Skills

Strong communication skills

Teamwork

Problem-solving

Tools

Help desk software

Remote control tools

Diagnostic tools

Job description

Provide technical assistance to computer system users on a variety of issues. Identifies, researches, and resolves technical problems. Responds to telephone calls, email and personnel requests for technical support. Documents, tracks, and monitors the problem to ensure a timely resolution. Has knowledge of commonly used concepts, practices, and procedures within a particular field. Answer questions or resolve computer problems for clients in person, via telephone or from remote location. May provide assistance concerning the use of computer hardware and software, including printing, installation, word processing, electronic mail, and operating systems.

Provide service and preventive maintenance activities on terminals, printers, personal computers, etc. Basic knowledge of electrical/mechanical principles and basic electronics. Read and comprehend technical service manuals and publications. Knowledge of basic mathematics to read and understand various gauges, meters, and measurement devices. Able to diagnose and repair products by replacing worn or broken parts and making technical adjustments. Makes appropriate use of reference publications and diagnostic aids in resolving technical problems. Strong communication skills.

Assist in coordination of changes, upgrades and new products, ensuring systems shall operate correctly in current and future environment. Provide accurate and complete answers to general use and administrative environment questions in a timely manner. Implement shared software, such as operating systems, configuration management tools, application and development tools, testing tools, compilers, and code editors. Communicate accurate and useful status updates. Manage and report time spent on all work activities. Ability to work in a team environment.

Proven working experience in providing help desk support. Has a basic understanding of ITSM practices along with working knowledge of help desk software, databases and remote control. Able to receive calls and inquiries, provide support in accordance with established processes and document incidents and remedies. Must be great communicators and be able to translate their technical knowledge into actionable direction.

Has a basic understanding of EIR Accessibility and assistive technologies used by people with disabilities. Understands protocols for communicating with customers requiring special assistance to obtain required or requested information.

• Level 2: 4-7 years of experience in the field or in a related area. Provides the second level of support to end users by handling service requests that have been escalated by lower tiers. Support will be provided onsite, remotely, over the phone, or via email. They will be required to develop solutions for network, desktop, and server problems.